Technique for returning calls in response to received messages

ABSTRACT

When a caller calls a called party through an information assistance system, the caller is afforded an option to leave a message for the called party in the event that the call cannot be successfully completed. The system creates a data file associated with the message which contains, among others, the caller&#39;s and called party&#39;s telephone numbers. The system then establishes from time to time a first connection to the called party&#39;s number to attempt to deliver the message thereto. When the called party receives the message through the first connection, in accordance with the invention, the called party is afforded an option to call the caller back, without first terminating the first connection. Once the called party selects the option, e.g., by pressing a predetermined key on the keypad, in response the system establishes a second connection to the caller&#39;s number, which is stored in the associated data file. The system then bridges the first connection to the second connection, thereby connecting the called party to the caller.

[0001] This application claims the benefit of U.S. application Ser. No.08/816,921 filed on Mar. 13, 1997 under 35 U.S.C. §120.

FIELD OF THE INVENTION

[0002] The invention relates to a communications system and method, andparticularly to a system and method for facilitating communicationsbetween a calling party and a called party of a communication call,e.g., telephone call.

BACKGROUND OF THE INVENTION

[0003] It is a common experience to call a telephone operator forinformation assistance. In a typical information assistance call, acaller identifies to the operator the name and address of a party whosetelephone number is desired. In response, the operator locates thedesired destination number using, e.g., a computer database. Thedestination number is then provided to the caller, e.g., by acomputerized voice response unit (VRU) which provides automated voicingof the number, and the caller is afforded an option to be connected tothe destination number without the need of first terminating theinformation assistance call.

[0004] It is also known in prior art that a voice messaging service maybe provided in the event that a caller when calling a called partyencounters a busy signal or a ring-no-answer condition. One such voicemessaging service is disclosed, e.g., in U.S. Pat. No. 5,414,754.Specifically, when the caller encounters a busy signal or aring-no-answer condition in reaching the called party, a prompt offeringof the voice messaging service comes on the line. The caller may thenpress a predetermined key on the telephone keypad to accept the service,whereby the caller can leave a recorded message for the called party.The recorded message is subsequently delivered to the called party whenhe/she becomes available.

SUMMARY OF THE INVENTION

[0005] Although the prior art messaging service provides a convenientway for a caller to convey a message to a called party whom the callercannot successfully reach, the prior art does not address the commonneed of the called party to efficiently call the caller back after thecalled party receives the message. The invention overcomes the prior artlimitations by utilizing a switch in a system, which provides, e.g.,typical information assistance services, to establish a first connectionto the called party to deliver the caller's message therethrough. Inaccordance with the invention, while the called party is on the firstconnection, the system monitors for a predetermined signal, e.g., a DTMFsignal, generated by the called party which indicates an initiation of acall to the caller. In response to such a signal, the switch establishesa second connection to the caller's telephone number. The switch thenbridges the first connection to the second connection, and the calledparty thereby calls the caller back, without first terminating the firstconnection conveying the message.

[0006] The caller's telephone number may be obtained by the informationassistance system as an automatic number identifier (ANI), which isincluded in the call set-up signals received by the system inestablishing an initial information assistance call by the caller to thesystem. It may also be elicited from the caller when the caller wants toleave a message for the called party, especially when the caller wantsthe called party to call the caller back at a number different from theANI. The caller's telephone number is stored in association with thecaller's message in the system.

[0007] In accordance with an aspect of the invention, the caller mayalso optionally specify his/her preferences in delivering the message tothe called party, e.g., the time range within which the message is to bedelivered.

BRIEF DESCRIPTION OF THE DRAWING

[0008] Further objects, features and advantages of the invention willbecome apparent from the following detailed description taken inconjunction with the accompanying drawing showing an illustrativeembodiment of the invention, in which:

[0009]FIG. 1 illustrates an information assistance system in accordancewith the invention;

[0010]FIG. 2 illustrates a switch connected to other components in thesystem of FIG. 1;

[0011]FIG. 3 illustrates a voice response unit (VRU) connected to othercomponents in the system of FIG. 1;

[0012]FIG. 4 illustrates a routine for preparation for delivery of amessage recorded by a caller to a destination party through the systemof FIG. 1;

[0013]FIG. 5 illustrates a data format of a data file used for deliveryof the recorded message in accordance with the invention; and

[0014]FIGS. 6A and 6B jointly illustrate a routine for delivering therecorded message to the destination party and providing the destinationparty with an option to call back the caller in accordance with theinvention.

DETAILED DESCRIPTION

[0015] The invention is directed to a technique for facilitatingcommunications between a caller and a called party of a communicationcall, e.g., telephone call. The inventive technique enables a calledparty to effectively return a telephone call to a caller who earlierleft a message for the called party, which message is delivered throughan information assistance system.

[0016] In a well known manner, a caller can call an informationassistance system, e.g., by dialing a predetermined access number, torequest, among other information, the telephone number of a desireddestination party. In response to such a request, an operator at thesystem searches a computer database for the requested destination numberbased on certain data provided by the caller, e.g., the destinationparty's name/address. (It should be pointed out that the term “operator”here broadly encompasses entities that are capable of providingassistance in a telecommunication environment, including withoutlimitation human operators, voice response/recognition capabilities,web-enabled operator services, and other automated and electronicaccess.) The caller is then afforded an option to be connected to thedestination number without the need of first terminating the informationassistance call. Once the caller accepts such an option, a connection tothe destination number is established through the information assistancesystem.

[0017] However, the caller may encounter a busy signal, a ring-no-answercondition, or other communication problem on the connection, and thusunsuccessfully reach the destination party. In that case, in anillustrative embodiment the caller is afforded an option to leave amessage for the destination party. Once this option is selected, thecaller is prompted to record the message and any other information. Oneor more components including, e.g., a switch host computer and voiceresponse unit (VRU) in the information assistance system described belowthen establish in a cooperative fashion an outbound connection to thedestination number to attempt delivery of the recorded message to thedestination party. However, it should be noted that the components usedfor the establishment of the connection for the message delivery mayvary with the actual implementations.

[0018] In accordance with the invention, after the destination partyreceives the message from the information assistance system on thephone, the destination party may choose to be connected to the callerwho left the message, without first terminating the message deliverycall.

[0019]FIG. 1 illustrates information assistance system 100 embodying theprinciples of the invention. As shown in FIG. 1, one or more externalcommunication links 102 connect information assistance system 100 totelephone networks. Communication links 102 connect to switch 104, whichis connected to switch host computer 106 via switch data link 108.

[0020] Switch 104 is attached via a T1 communication link to channelbank 110, and from there connects to operator channel 112 and operatortelephone 116. Operator telephones are located at each of one or moreoperator positions, numerically denoted 114. Using operator dataterminal 118, a human operator at operator position 114 in this instanceaccesses one or more system servers 120, which are interconnected viadata network 122. Switch host computer 106 is also connected to datanetwork 122. Finally, switch 104 is connected to one or more VRUs. Eachconnection to a VRU employs a T1 voice server link (a first voice serverlink 124 is shown in FIG. 1).

[0021] As stated above, communication links 102 provide telephoneconnections to information assistance system 100 for incominginformation assistance calls and also provide access to externaltelephone networks over which outgoing calls are placed. An incomingcall is received via one of inbound channels 102 a (shown in FIG. 2),each of which provides two-way communications. On the other hand, anoutgoing call is placed over one of outbound channels 102 b (shown inFIG. 2), each of which provides two-way communications. There isgenerally one outbound channel for every inbound channel, so that forevery incoming call to information assistance system 100, there is anoutbound channel for an outgoing call to the caller's desired party.Communication links 102 may, in an illustrative embodiment, be comprisedof one or more T1 communication spans which are known in the art. Insuch an embodiment, each individual call over a T1 span, whether into orout of switch 104, utilizes one of the 24 individual channels into whicha T1 span is segmented, each channel providing two-way communications.

[0022] Alternatively, all 24 channels of a T1 span may be utilized forboth inbound and outbound calls, with well known telecommunicationstechniques handling any glare conditions.

[0023] Switch 104 will now be described in further detail with referenceto FIG. 2. Operation of switch 104 is governed by computer-readableinstructions stored and executed on switch host computer 106. In oneembodiment of the invention, switch 104 comprises an Excel LNX 2000switch and switch data line 108 comprises a 38.4 kb serial link; inanother embodiment, switch data link 108 comprises an Ethernet link.

[0024] Switch 104 includes expandable central processing unit (“EXCPU”)204 and/or matrix central processing unit (“MXCPU”) 204. EXCPU/MXCPU 204serves as an interface for switch 104 to switch host computer 106 (viaswitch data link 108).

[0025] EXCPU/MXCPU 204 and other components of switch 104 communicatesthrough shared communication path 202, commonly called a “midplane.” Inthe present embodiment, midplane 202 utilizes a time divisionmultiplexing (“TDM”) method of sharing a common pathway. Thus, aplurality of data and/or voice streams can be interlaced onto the singlepath, separated by time.

[0026] Another board-level component of switch 104 is multi-frequencydigital signal processor (“MFDSP”) unit 210, which includes four singlein-line memory module (“SIMM”) packagings. Each SIMM packaging iscomprised of four DSP arrays. Each DSP array is composed of multiple,illustratively sixteen, programmable DSPs. The DSPs can be programmed orreprogrammed to function as, among other things, call progress analyzers(“CPA”), call progress generators (“CPG”), multi-frequency (“MF”)receivers or transmitters, dual-tone multi-frequency (“DTMF”) receiversor transmitters, or conference units, depending upon the demand placedon system 100 and switch 104 for each corresponding function.

[0027] CPAs, numerically denoted 218, are sensitive to, and capable ofidentifying, telephone connection status conditions and signalsincluding ring tone, busy, recorder, PBX intercept, SIT intercept,vacant code, reorder-SIT, no circuit LEC, reorder-carrier, nocircuit-carrier, dial tone, continuous on tone, and silence. In anexemplary embodiment of the invention, each CPA monitors only one ofoutbound channels 102 b at a time. In other embodiments of theinvention, one CPA may be applied to more than one outbound channel.However, to ensure that connection status condition are properlydetected, the number of outbound channels monitored by one CPA should bekept to a minimum. In still other embodiments of the invention, two ormore DSPs may be applied to a single outbound channel.

[0028] CPGs, numerically denoted 212, generate tones to customersconnected to system 100, such as the ringback tome customers hear whenthey are routed to an operator.

[0029] DTMF receivers, numerically denoted 214, listen for DTMF tonesgenerated by customers' telephones, such as when a customer presses atelephone key. DTMF receivers are capable of detecting and identifyingwhich key was pressed (i.e., the numbers 0-9 or the characters “*” or“#”) and passing that information to switch host computer 106 forappropriated action. DTMF receivers are assigned to monitor inboundchannels for a configurable period of time, illustratively, from thetime of a caller's initial connection to switch 104 to the time thecaller disconnects, including the duration of all outbound call legsmade on the caller's behalf. Once applied to an inbound channel, a DTMFreceiver allows switch 104 to detect the press of a telephone key,perhaps done in order to activate tone-triggered return transfer asdescribed in U.S. Pat. No. 5,797,092 issued Aug. 18, 1998 to Cox et al.,which is incorporated herein by reference, or another feature ofinformation assistance system 100.

[0030] Conference units, numerically denoted 216, enable switch 104 toconnect two or more voice paths in a balanced manner, thereby providingthe necessary voice connections between calling parties, called partiesand information assistance providers.

[0031] In the present embodiment, each DSP array provides multipleinstances of the function for which it is programmed, the exact numberdepending upon the specific function. For example, each DSP arrayprogrammed to provide CPA, CPG, or DTMF receiver functions providessixteen instances of the chosen function. In other words, a DSP arrayprogrammed to provide call progress analyzer functions contains sixteenseparately and independently functional and controllable CPAs. A DSParray programmed to provide conference unit functions, however, providesonly four instances of such function. The programmable DSPs on MFDSPunit 210 are managed by switch host computer 106 via EXCPU/MXCPU 204,which keeps track of which DSPs are available and which are allocated.

[0032] An additional board-level component of switch 104 is T1 interfaceunit 230. Switch 104 contains one or more T1 interface units; each unitprovides connections to eight T1 (1.544 Mb/sec) spans, each of which iscomprised of 192 64 kb voice channels per T1 interface unit. In FIG. 2,T1 interface 230 dedicates twelve channels on each of six of the eightspans to incoming calls and the other twelve to outgoing calls.Alternatively, as mentioned before, all 24 channels on a T1 span may beshared by both incoming and outgoing calls. The seventh T1 span servesas voice server link 124, and the eighth functions as a link to channelbank 110 and operator channel 112. Voice server link 124 and operatorchannel 112 are used to connect information assistance callers to avoice server or a human operator, respectively.

[0033] It should be noted that the arrangement of the T1 spans in FIG. 2is for illustrative purposes only. The actual number of T1 spans per VRUor operator may vary in different implementations. For example, the T1spans may be arranged in a group of 16 or more, rather than 8 as in theillustrative embodiment.

[0034] It will also be recognized by one skilled in the art thatmultiple instances of switch 104 may be incorporated into a telephonenetwork or information assistance system 100 without exceeding the scopeof the invention.

[0035] Switch host computer 106 stores and executes computer-readableinstructions for the purpose of, among others, configuring and operatingswitch 104 and directing the transfer of calls through switch 104. Italso directs the playback of recorded greeting and messages to callersconnected to system 100. Switch host computer 106 directs the playbackof the appropriate message by identifying the inbound channel 102 a towhich the caller is connected and specifying the message to be played.

[0036] Further, switch host computer 106 maintains call data for eachinformation assistance call connected to system 100. The call datastored on the host computer consists of the most recent assistancerequest from each caller, and includes one or more of: the originatingor caller's telephone number derived from a call set-up signal known asan “ANI”, the date and time of the caller's connection to informationassistance system 100, the T1 span and channel the caller is connectedto, the caller's desired telephone number, the status of the caller'sprevious information assistance request, which operator assisted thecaller, etc. Some of such call data and additional call data are storedon system servers 120, as described below. The call data stored onswitch host computer 106 and system servers 120 are provided toinformation assistance providers when a caller makes multipleinformation assistance requests in one call to system 100. Byconsidering the collected call data, such as the information that wasprovided to a caller in a previous request, an information assistanceprovider can tailor subsequent assistance to be more effective.

[0037] Switch host computer 106 also directs the transfer of informationbetween itself and system 120 (via data network 122) as well as betweensystem servers 120 and switch 104 and operator position 114 (via channelbank 110 and operator channel 112).

[0038] Operator position 114 includes means by which a human operatorreceives calls, determines caller's informational needs, searches forand retrieves information from system servers 120, provides informationto callers, and initiates outgoing calls. In an illustrative embodiment,an operator at operator position 114 is provided with a telephoneheadset 116 for interacting with callers, and data terminals 118,connected to data network 122, for interacting with system servers 120.

[0039] System servers 120, which are interconnected via data network122, include one or more data servers 120 a which provide and managedata services within system 100. Data servers 120 a maintain databasescontaining telephone and business directories, billing information, andother information in computer-readable form to be searched by operatorsin response to callers' requests. Data servers 120 a also store calldata for later retrieval by information assistance providers furnishingsubsequent assistance to a caller.

[0040] The software used to create and manipulate the databases on dataservers 120 a is known in the art and allows information assistanceproviders to search the databases by name, address, type of goods orservices, geographic region, etc.

[0041] System servers 120 also include one or more VRUs, e.g., VRU 120 bin FIG. 1, which provides all or a subset of the operator functionsprovided by a human operator at operator position 114. For example, VRU120 b stores and delivers messages that human operators would otherwisebe required to frequently repeat for callers, such as greetings, closingmessages, and the callers' requested telephone numbers. In addition, inaccordance with the invention, VRU 120 b allows a caller to store amessage for a called party whom the caller cannot successfully reach,subsequently establishes a connection from system 100 to deliver themessage to the called party, and enables the called party to call backthe caller without first terminating the connection.

[0042]FIG. 3 illustrates VRU 120 b, which is connected to switch 104 viavoice server link 124, and to switch host computer 106 and data servers120 a via data network 122. VRU 120 b includes, inter alia, at least onevoice card, e.g., voice card 302, which serves as an interface betweenvoice server link 124 and VRU 120 b. Voice card 302 monitors andcontrols communications over voice server link 124. Its capabilitiesinclude DTMF tone detection and generation, voice recording andplayback, and call progress analysis. Thus, similar to switch 104, VRU120 b is capable of detecting connection status conditions, detectingcustomer key presses, and generating tones.

[0043] VRU 120 b also includes typical computer components such ascentral processing unit (CPU) 304, data storage unit 306, and bus 310for transferring voice and data signals. VRU 120 b may also contain avoice recognition subsystem (not shown) for receiving verbal input froma party connected to the VRU.

[0044] Voice server link 124 provides voice connections between switch104 and VRU 120 b, thereby connecting callers to VRU 120 b to receiveautomated operator assistance. Link 124 in this instance is comprised ofone or more T1 spans, with each one of the 24 channels of each spanproviding two-way communications.

[0045] For example, an information assistance call is received by system100 at T1 interface 230 of switch 104 via one of inbound channels 102 a.The information assistance call may originate at virtually anycommunication device capable of communications with system 100, e.g., awireless telephone, wireline telephone, personal digital assistant(PDA), mobile communication device, etc. In receiving the call, system100 also receives call set-up signals containing data concerning thecaller's identity, such as the caller's ANI, and the area of the call'sorigination, such as the originating cell site. This information may beused to verify that the caller is authorized to be connected to thedesired destination party via system 100.

[0046] Switch host computer 106 collects call data. The call data isupdated as information assistance system 100 takes action on behalf ofthe caller. If no operator is immediately available, the call is placedin an automatic call distribution queue, which is maintained by switchhost computer 106. Once connected to an operator, computer 106 directsthe playback of a greeting message from VRU 120 b for the caller.

[0047] The caller typically then states his/her information assistancerequest by identifying the destination party he/she wishes to contact.The operator searches databases of information (e.g., listings ofprivate individuals and businesses), stored on data servers 120 a, forthe appropriate destination telephone number. Database records matchingthe caller's query may be displayed on the inquiring operator's dataterminal 118 in a variety of formats, such as alphabetical, random, etc.In this instance, the operator selects the appropriate destinationnumber and initiates an outgoing call for the caller through one ofoutbound channels 102 b. Switch host computer 106 is notified of theoutgoing call and automatically instructs switch 104 after outdialing toapply CPA 218 to the outbound channel and DTMF receiver 214 to theinbound channel which the caller is on. Switch 104 then connects thecaller on the inbound channel to the outgoing call on the outboundchannel. A successful call, in which the destination telephone isanswered, is recognized by T1 interface 230 by detecting, on theoutbound channel, an answer supervision occasioned by the bit transitionthat occurs when the destination telephone converts from an on-hookstatus to an off-hook status.

[0048] It should be noted that where SS7 out-of-band signaling isimplemented, e.g., the answer supervision coming from an SS7 signalinglink, separate from the outbound channel, CPA 218 does not need to beapplied to the SS7 voice trunk. Instead, call progress information(busy, ring-no-answer, number unavailable, answer supervision, etc.) canadvantageously be determined more effectively from the SS7 signalingprotocol than the in-band counterpart through the outbound channel.

[0049] However, the call is unsuccessful if CPA 218 detects a busysignal, ring-no-answer condition, or other telephone connection statuscondition or signal indicative of a communication problem such asreorder, PBX intercept, SIT intercept, vacant code, reorder-SIT, nocircuit LEC, reorder-carrier, no circuit-carrier, no dial tone,continuous on tone, or silence. Switch 104 identifies the condition orsignal, and notifies switch host computer 106. Subsequent action dependsupon which connection status condition or signal was detected.

[0050] If the detected condition is identified as a busy signal,ring-no-answer condition or a communication problem, switch 104 dropsCPA 218 and DTMF receiver 214 and transfers the call to VRU 120 bthrough voice server link 124. Switch host computer 106 and data servers120 a transmit over data network 122 to VRU 120 b the associated calldata including, among others, the caller's telephone number (i.e., theANI) and the destination telephone number. VRU 120 b then plays amessage to the caller, explaining the detection of the busy signal,ring-no-answer condition or communication problem, and initiates a DTMFdetection, which capability is provided by voice card 302, on theinbound channel associated with the caller to detect keys pressed by thecaller.

[0051] VRU 120 b also presents the caller with an audio menu offeringseveral information assistance options. By way of example, the audiomenu includes such choices as having VRU 120 b to recite the dialedtelephone number by pressing the “#” key, to transfer the caller to anoperator by pressing the “*” key, to record a message for later deliveryto the destination party by pressing the “2” key, and so forth. Thecaller's selection may, alternatively, be spoken into the caller'scommunication device and received by a voice recognition subsystemassociated with, or contained within, VRU 120 b.

[0052] Assuming in this instance that the caller presses the “2” key tochoose to record a message for later delivery to the destination party,VRU 120 b leads the caller through a succession of prompts andresponses, making the necessary recordings, including the message to bedelivered, and checking the caller's satisfaction with the results. Inthis illustrative embodiment, the caller is afforded an option to recordthe caller's name and/or the destination party's name. VRU 120 b thenelicits from the caller preferences concerning delivery of the recordedmessage.

[0053] It should be pointed out at this juncture that in actualimplementations such options and preferences affordable to the user mayvary and, indeed, some or all of the options and preferences may bepre-configured, or their selections may be skipped by the user in favorof default settings.

[0054] For example, VRU 120 b elicits from the caller the preferred timerange within which the delivery of the message is attempted, asindicated at step 403 in FIG. 4. In response, the caller may press theappropriate keys to indicate the start and end times of the preferredrange. For instance, depression by the caller of “8,” “0,” and “0” keysin that order at a start time prompt, followed by “1,” “7,” “0,” and “0”keys in that order at an end time prompt, indicates that the preferredtime range is from 8 a.m. to 5 p.m. VRU 120 b is then disconnected fromthe caller, as indicated at step 415. VRU 120 b at step 419 creates amessage file (denoted 333) which contains the message, and any caller'sname and destination party's name recorded by the caller. Message file333 is stored in storage 306. VRU 120 b at step 423 assigns a messagefile identification (ID) for identifying message file 333.

[0055] VRU 120 b at step 427 creates a data file (denoted 335)associated with message file 333. FIG. 5 illustrates the data fields infile 335, which contains therein the message file ID in field 455. Italso contains the originating telephone number, which may be derivedfrom the ANI, in field 458; the destination telephone number in field461; the date and time when the message was recorded in field 464; thetime of the last attempt to deliver the message in field 467; the timeof the next attempt to deliver the message in field 470; the caller'spreferred time range during which the message is delivered in field 473;the retry count associated with a busy signal encounter in field 476;the retry count associated with a ring-no-answer condition encounter infield 479; the retry count associated with a communication problemencounter in field 482; the delivery attempt frequency associated with abusy signal encounter in field 485, the delivery attempt frequencyassociated with a ring-no-answer condition encounter in field 488; thedelivery attempt frequency associated with a communication problemencounter in field 491; the result of the last attempt, e.g.,encountering a busy signal, ring-no-answer condition, or communicationproblem, in field 494; an originating carrier identification (ID) infield 497; etc. The originating carrier ID identifies the carrierproviding the telephone service to the caller, which in this instancespecifies the values in fields 476, 479, 482, 485, 488 and 491 as partof the service requirements. Alternatively, some or all of these fieldvalues may be specified by the caller as his/her preferences. In anyevent, the retry count values 476, 479 and 482 may or may not beidentical. They are initially set to a predetermined maximum value. Asfurther described below, each time when a particular condition (e.g.,busy, ring-no-answer or communication problem) is encountered in amessage delivery attempt, the corresponding retry count value isdecremented until it reaches zero. At such time, no further deliveryattempt would be made.

[0056] Similarly, the delivery attempt frequency values x (i.e., onceevery x minutes) in fields 485, 488 and 491 may or may not be identical.In fact, the delivery attempt frequency value associated with a busysignal encounter in field 485 is preferably higher than that associatedwith a ring-no-answer condition encounter in field 488. This stems fromthe fact that an encounter of a busy signal in a delivery attemptindicates that a person is currently attending to a call at thedestination station and only unavailable until the end of the currentcall. Thus, a relatively high delivery attempt frequency in thatsituation is warranted to increase the likelihood that the messagedelivery call would be answered by at least the same person shortlyafter the current call. On the other hand, an encounter of aring-no-answer condition in a delivery attempt may indicate that no oneis at the destination station answering the call, and may remain statusquo for an indeterminate period. The result of the last attemptregistered in field 494 determines which corresponding frequency infield 485, 488 or 491 is to be used for timing the next deliveryattempt.

[0057] Data file 335 in this instance is stored in storage 306. In analternative embodiment, information in data file 335 is stored in arelational database, e.g., of the SQL type, in a central location. Inthat case, based on the collective data file information in the centrallocation, the status of the nationwide message delivery activity can bemore readily obtained, tracked and/or displayed in real time.

[0058] Referring back to FIG. 4, at step 430 VRU 120 b places data file335 on a message queue, which specifies the time for the next messagedelivery attempt in field 470. Such time is determined based on the timeof the last attempt in field 467, the selected delivery attemptfrequency, and the preferred time range in field 473. When data file 335reaches the front of the message queue and when the specified deliverytime arrives, VRU 120 b is triggered to attempt delivery of the message.As illustrated in FIG. 6A, VRU 120 b at step 503 looks up thedestination telephone number in field 461 of data file 335. VRU 120 binitiates an outgoing call by seizing a first one of outbound channels102 b from T1 interface 230, as indicated at step 506. VRU 120 b thentransmits the destination telephone number, through switch host computer106, to switch 104 to outdial the destination telephone number, asindicated at step 509.

[0059] Switch host computer 106 then causes application of a CPA 218 inswitch 104 to the first outbound channel to determine the status of themessage delivery call. The call status is reported back to VRU 120 b.VRU 120 b at step 515 determines whether the message delivery call isunanswered as a busy signal, ring-no-answer condition or othercommunication problem (e.g., PBX intercept, SIT intercept, vacant code,reorder-SIT, no circuit LEC, reorder-carrier, no circuit-carrier, nodial tone, continuous on tone, and silence) on the first outboundchannel is detected by CPA 218. In that case, VRU 120 b terminates thecall and decrements the retry count value associated with the detectedcondition (i.e., the corresponding retry count value in field 476, 479or 482) by one, as indicated at step 518. VRU 120 b at step 521determines whether such a retry count value has reached zero. If it isdetermined that the retry count value has reached zero, VRU 120 b atstep 524 abandons further delivery of the message, deletes message file333 and associated data file 335, and logs this abandonment event.Otherwise, VRU 120 b at step 527 places data file 335 back to theaforementioned message queue, with fields 467 and 470 updated to reflectthe time of the last delivery attempt, and the appropriate re-deliverytime, respectively.

[0060] Referring back to step 515, if it is determined that the messagedelivery call is answered, VRU 120 b at step 529 retrieves message file333 identified by the message file ID in field 455 of data file 335. Ina first embodiment of the invention, VRU 120 b automatically plays thecaller's message from message file 333 to the answering party. However,in this second embodiment where the caller's message may be private,which needs to be delivered to its intended recipient directly, VRU 120b at step 530 plays a first announcement on the first outbound channeland waits for any response therefrom. Assuming in this instance that thecaller previously recorded the destination party's name which isregistered in message file 333, the first announcement illustrativelysays, “Hello, I have an important and private recorded message for[destination party's name]. Please press one when this person is on theline. If [destination party's name] is not available, please press two,”where [XX] denotes insertion by VRU 120 b of previously recorded XX.

[0061] This first announcement may be repeated for a predeterminednumber of times. If VRU 120 receives (a) no response within apredetermined time-out period due, perhaps, to an answering machine'spicking up the call, or (b) a DTMF tone corresponding to depression of a“2” key from the destination station, sensed by the DTMF function ofvoice card 302, the subject routine proceeds to step 518 previouslydescribed. However, if a DTMF tone corresponding to depression of a “1”key is sensed, the subject routine proceeds to step 533 described below.Otherwise, if a DTMF tone corresponding to depression of any key otherthan the “1” or “2” key is sensed, the subject routine proceeds to step524 previously described.

[0062] At step 533, VRU 120 b plays a second announcement on the firstoutbound channel. Assuming in this instance that the caller alsorecorded the caller's name which is registered in message file 333, thesecond announcement illustratively says, “This message is from [caller'sname] recorded on [date] and [time].” VRU 120 b at step 536 in FIG. 6Bplays the caller's message from message file 333. After delivering themessage, VRU 120 b at step 539 plays a third announcement and then waitsfor any response. For example, this third announcement may say, “Thatconcludes the message for [caller's name]. To replay this message, pressone now, to call the sender back, press two now, to end this call,simply hang up.” If VRU 120 b receives a DTMF tone corresponding todepression of a “1” key from the destination station, the subjectroutine returns to step 536. If VRU 120 b receives a DTMF tonecorresponding to depression of a “2” key, the subject routine proceedsto step 545 described below. Otherwise, VRU 120 b at step 542 terminatesthe call after a predetermined time-out period expires, and deletesmessage file 333 and associated data file 335.

[0063] At step 545 where the destination party has chosen to call thecaller back, VRU 120 b plays a fourth announcement on the first outboundchannel, e.g., “Please stand by while we attempt to connect you to[caller's name].” VRU 120 b at step 547 looks up the caller's telephonenumber in field 458 of data file 335, and transmits the number to switchhost computer 106. At step 550 VRU 120 b, which is connected to thedestination station through the first outbound channel as a 2-partycall, requests switch host computer 106 to transfer the call from itselfto the caller's station, thereby relinquishing the VRU part in theconnection. In response, computer 106 seizes a second one of outboundchannels 102 b from T1 interface 230, provides the caller's telephonenumber to switch 104 to outdial the caller's telephone number, andbridges the first outbound channel to the second outbound channel,thereby connecting the destination party to the caller's telephonenumber. The bridged connection allows the destination party to conversewith the caller through the first and second outbound channels untileither party disconnects. At such time, switch 104 tears down theconnection and returns the first and second outbound channels to thereserve.

[0064] The foregoing merely illustrates the principles of the invention.It will thus be appreciated that those skilled in the art will be ableto devise numerous other arrangements which embody the principles of theinvention and are thus within its spirit and scope.

[0065] For example, the announcements, including key selectable options,used in the above-described message delivery call are for illustrativepurposes only. It will be appreciated that these announcements will varydepending on whether the caller's name and/or the destination party'sname is recorded by the caller; whether the message is private, i.e.,for the intended recipient only; etc.

[0066] In addition, in the illustrative embodiment, after the callerdecides to leave a message for the destination party, the caller isprompted to record the message. However, in an alternative embodiment,the caller is afforded a selection of prefabricated messages provided byVRU 120 b. One such prefabricated message selectable by the caller forthe destination party may simply be “Please call back.” Upon hearingthis message in an automated voice, the destination party may proceed toselect the call-back option in accordance with the invention.

[0067] Further, in the illustrative embodiment, the telephone numberused for calling the caller back is, by default, the telephone number ofthe station from which the initial information assistance call by thecaller originates. However, in an alternative embodiment, the caller isprompted to provide a desired telephone number for the destination partyto call back, which may be different from the originating number. Inthat embodiment, the desired call-back number may be registered in field458 of data file 335 in lieu of the originating number.

[0068] Finally, information assistance system 100 is disclosed herein ina form in which various functions are performed by discrete functionalblocks. However, any one or more of these functions could equally wellbe embodied in an arrangement in which the functions of any one or moreof those blocks or indeed, all of the functions thereof, are realized,for example, by one or more appropriately programmed processors.

What is claimed is:
 1. Apparatus for facilitating communications betweena caller and a called party, the apparatus comprising: storage forstoring a message for the called party from the caller, and a telephonenumber for contacting the caller; a switch interface for causing anestablishment of a first connection to deliver the message therethroughto the called party; and a device for detecting a signal generated bythe called party, which indicates an initiation of a call to the caller,the switch interface, in response to the detected signal, causing anestablishment of a second connection to the telephone number, the firstconnection being bridged to the second connection.
 2. The apparatus ofclaim 1 wherein the message is recorded by the caller.
 3. The apparatusof claim 1 wherein a message identification is assigned to the messagefor association with the telephone number.
 4. The apparatus of claim 1wherein the telephone number is derived from an automatic numberidentifier (ANI).
 5. The apparatus of claim 1 wherein the telephonenumber is provided by the caller.
 6. The apparatus of claim 1 whereinthe signal includes a DTMF signal.
 7. The apparatus of claim 1comprising a voice response unit (VRU).
 8. A messaging systemcomprising: storage for storing a message for a called party from acaller whose call to a called station associated with the called partywas previously unanswered, and a telephone number for contacting thecaller; an interface for eliciting from the caller at least onepreference concerning delivery of the message; a switch for establishinga first connection to the called station to deliver therethrough themessage in accordance with the preference; and a device for detecting apredetermined signal from the called station, the switch, in response tothe detected predetermined signal, establishing a second connection to acalling station associated with the stored telephone number, the firstconnection being bridged to the second connection.
 9. The system ofclaim 8 wherein the preference includes a time range within which themessage is delivered.
 10. The system of claim 8 wherein the number ofattempts to deliver the message is not greater than a predeterminedmaximum limit.
 11. The system of claim 8 wherein the call was unanswereddue to a busy condition.
 12. The system of claim 8 wherein the call wasunanswered due to a ring-no-answer condition.
 13. The system of claim 8wherein the call was unanswered due to a communication problem.
 14. Thesystem of claim 8 wherein the telephone number is derived from an ANI.15. The system of claim 8 wherein the telephone number is provided bythe caller.
 16. The system of claim 8 wherein the predetermined signalincludes a DTMF signal.
 17. A communications system accessible by acustomer for obtaining information about a desired party, the systemcomprising: a server for providing a destination telephone number forcontacting the desired party; a switch for establishing a firstconnection to a destination station associated with the destinationtelephone number; a processor for monitoring signals on the firstconnection; an interface for prompting the customer to leave a messagewhen a signal from the first connection indicating that the destinationstation is not answering is detected; storage for storing the messageand a calling telephone number for contacting the customer, the switchestablishing a second connection to the destination station to deliverthe message therethrough; and a device for detecting a predeterminedsignal from the destination station, the switch, in response to thedetected predetermined signal, establishing a third connection to acalling station associated with the calling telephone number, the secondconnection being bridged to the third connection.
 18. The system ofclaim 17 wherein the monitored signals include a busy signal.
 19. Thesystem of claim 17 wherein the monitored signals include a signalindicative of a ring-no-answer condition.
 20. The system of claim 17wherein the monitored signals include a signal indicative of acommunication problem.
 21. The system of claim 17 further comprising anoperator assisting the customer to obtain the information.
 22. Thesystem of claim 17 wherein the calling telephone number is derived froman ANI.
 23. The system of claim 17 wherein the calling telephone numberis provided by the caller.
 24. The system of claim 17 wherein thepredetermined signal includes a DTMF signal.
 25. A method forfacilitating communications between a caller and a called party, themethod comprising: storing a message for the called party from thecaller, and a telephone number for contacting the caller; causing anestablishment of a first connection to deliver the message therethroughto the called party; detecting a signal generated by the called party,which indicates an initiation of a call to the caller; in response tothe detected signal, causing an establishment of a second connection tothe telephone number; and bridging the first connection to the secondconnection.
 26. The method of claim 25 wherein the message is recordedby the caller.
 27. The method of claim 25 further comprising assigning amessage identification to the message for association with the telephonenumber.
 28. The method of claim 25 wherein the telephone number isderived from an ANI.
 29. The method of claim 25 wherein the telephonenumber is provided by the caller.
 30. The method of claim 25 wherein thesignal includes a DTMF signal.
 31. A method for use in a messagingsystem, comprising: storing a message for a called party from a callerwhose call to a called station associated with the called party waspreviously unanswered, and a telephone number for contacting the caller;eliciting from the caller at least one preference concerning delivery ofthe message; establishing a first connection to the called station todeliver therethrough the message in accordance with the preference;detecting a predetermined signal from the called station; in response tothe detected predetermined signal, establishing a second connection to acalling station associated with the stored telephone number; andbridging the first connection to the second connection.
 32. The methodof claim 31 wherein the preference includes a time range within whichthe message is delivered.
 33. The method of claim 31 wherein the numberof attempts to deliver the message is not greater than a predeterminedmaximum limit.
 34. The method of claim 31 wherein the call wasunanswered due to a busy condition.
 35. The method of claim 31 whereinthe call was unanswered due to a ring-no-answer condition.
 36. Themethod of claim 31 wherein the call was unanswered due to acommunication problem.
 37. The method of claim 31 wherein the telephonenumber is derived from an ANI.
 38. The method of claim 31 wherein thetelephone number is provided by the caller.
 39. The method of claim 31wherein the predetermined signal includes a DTMF signal.
 40. A methodfor use in a communications system accessible by a customer forobtaining information about a desired party, the method comprising:providing a destination telephone number for contacting the desiredparty; establishing a first connection to a destination stationassociated with the destination telephone number; monitoring signals onthe first connection; prompting the customer to leave a message when asignal from the first connection indicating that the destination stationis not answering is detected; storing the message and a callingtelephone number for contacting the customer; establishing a secondconnection to the destination station to deliver the messagetherethrough; detecting a predetermined signal from the destinationstation; in response to the detected predetermined signal, establishinga third connection to a calling station associated with the callingtelephone number; and bridging the second connection to the thirdconnection.
 41. The method of claim 40 wherein the monitored signalsinclude a busy signal.
 42. The method of claim 40 wherein the monitoredsignals include a signal indicative of a ring-no-answer condition. 43.The method of claim 40 wherein the monitored signals include a signalindicative of a communication problem.
 44. The method of claim 40further comprising assisting the customer to obtain the informationusing an operator.
 45. The method of claim 40 wherein the callingtelephone number is derived from an ANI.
 46. The method of claim 40wherein the calling telephone number is provided by the caller.
 47. Themethod of claim 40 wherein the predetermined signal includes a DTMFsignal.